Manager’s Guide to Contact Center Goal-Setting
Executives and managers know that contact center goal-setting helps usher in progress and bring about positive...
Author: Cindy McGlynn
Active Listening for Contact Center Agents
Call centers are at the heart of modern customer service and that makes active listening an...
3 Ways Internal Call-Backs Support Your Employees
Call-backs are a game-changer for contact centers dealing with an influx of inbound calls. But did...
Why Call-Back Algorithms and Estimated Wait Times Fail
Call-backs are an excellent tool that can benefit both customers and businesses - when they're designed...
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Customer Perception: The Complete Guide
Customer perception has never mattered more. In the age of social media backlash and call-out culture,...
The Complete Guide to Visual IVR
The contact center industry boasts some of the most intelligent and innovative CX technologies out there....
Contact Center Workforce Management Best Practices
Managers know that call center workforce management matters. Put it another way: if customer interactions are...
The Power of Hyper-Personalization in the Contact Center
Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly....